Customer Success Manager

We believe it takes great people to create a great product. That’s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.

The customer success manager will serve as the trusted & strategic advisor to key executive-level stakeholders within their assigned portfolio of accounts. You’ll be responsible for customer onboarding, increasing user acquisition and engagement, ensuring retention and uncovering and closing upsell opportunities. In this role you will strive to improve customer satisfaction by understanding customer’s novel business needs, setting in place actionable next steps, influencing product value add and protecting and growing annual recurring revenue within their assigned portfolio. If you are someone who has the ability to drive strong customer satisfaction scores, retain the customer, protect existing revenue, and grow the existing revenue by closing expansion sales, get in touch, we would love to meet you!

Your new adventure:

• Serve as the post-sale face of Pipedrive for strategic accounts to onboard customers by assessing their business needs to create a custom success plan to ensure adoption and value realization
• Proactively build and maintain strong ‘high and wide’ relationships with key stakeholders in assigned portfolio to actualize long term retention
• Use influence with key stakeholders to drive usage and adoption to ensure customer health and full product value attainment.
• Engage in continuous discovery with assigned accounts to uncover upsell opportunities to drive expansion revenue within their portfolio..
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Tailor content and communication style to service a variety of stakeholders from senior executives to end-users
• Act as a point of escalation, when required, to help manage customer expectations during security incidents
• Serve as the voice of the high value customer with internal teams, advocating for their business needs to keep cross functional teams abreast of changing market needs and customer pain points
• Engage in self-driven business study to ensure the ability to connect with and advise a diverse customer base from various industries
• Conduct customer calls via web-based video software utilizing the camera, screen-share and screen management features to foster strong relationships and ensure a smooth process

Does this sound like you?

• 2+ years professional experience in Account Management/Customer Success within the tech industry
• Ability to manage competing priorities and adapt quickly in a fast paced environment, without losing personal touch with customers or strategy
• Excellent self-awareness in handling customer escalations by consistently adhering to all established workflows.
• A focus on keeping up to date with product changes and consistently having strong knowledge of product features
• Strength in effectively partnering with cross functional teams to infuse the customers voice and needs back into the business
• Excellent active listening skills in order to quickly synthesize information and offer advice in a synchronous environment with customers
• The capability to learn new systems (e.g. CRM) to track all customer-related activities and deliverables, pipeline management, and health of account in an efficient manner, and understanding multiple popular industry platforms to consult customers
• Passion for proactively investing in your own training and development across multiple business industries
• Fluency in English and Portuguese with ability to cater communication style and delivery to meet that of the stakeholder
• Experience with CRM and CSM (e.g. Gainsight) systems is an advantage
• A Bachelor's degree, and a CSM certification is a plus

Why Pipedrive?

• A value-driven work environment where people come first
• A lively bunch of colleagues from over 50 different countries, with offices in Lisbon, Tallinn, Tartu, Prague, London, Dublin, New York, Florida, Riga and Berlin
• A team serious about getting things done while not taking ourselves too seriously
• A world-class working environment full of the usual nice perks and some more
• Freedom to execute your ideas with a passionate and motivated team supporting you
• Flexible working hours as long as you’re there for your team members
• Lots of room for personal and career development, with internal and external training opportunities
• Competitive salary including all the benefits you’d expect from a great employer (annual bonus system, health insurance, meal allowance, flexible benefits – you can choose whether to use the credit on parking, a public transport card, technology, etc.)

Pipedrive is an equal opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status.

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